Who runs the customer loop after the Sprint ends?

The owner named on the signed one-page by day 45. It can be someone on your team, often the person everyone already asks "where does this live?", with the role in writing. Or it can be Danny, through Loop Operations: you own it, Danny runs it. During the Sprint, Danny holds the role alongside your named owner.

What does owning the loop involve?

Four jobs: keep every agent's job clear, own the moments that matter (which count, who gets them, inside what window), keep agents and people in step with shared definitions and clean handoffs, and watch the log, widening or narrowing each agent's limits based on its record.

3.2 · What you get· 2 min read

Who owns the loop after day 90

A loop with no owner drifts back to running through you. The owner is named on a signed one-page by day 45: someone on your team, or Danny, through Loop Operations.

A loop with no owner drifts back to where it started: running through you, or not running at all. So the owner is named in writing, on a signed one-page, by day 45.

What's on the one-page

Who owns the loop. One name.
The success criteria. The starting point, the target and the scope.
Who leads at each stage. Where a person leads, where an agent helps, and where you're still needed. People or agents →

What owning it means

Owning the loop is not running one tool. It's four jobs:

Keep every agent's job clear. Purpose, limits, and how we'll know it's working. Update them when things change.
Own the moments that matter. Which ones count, who gets them, inside what window, and keeping alerts few enough to be read.
Keep agents and people in step. Shared definitions, clean handoffs, and a rule for what goes first.
Watch the log. Check what agents did, make sure exceptions reached the right person, and widen or narrow each agent's limits based on its record.

What it isn't

Not a tool admin. Running the CRM well is valuable. Owning the loop means deciding how the CRM, the call recorder and the inbox work together.
Not an adviser. An adviser spots a problem and writes a memo. The owner fixes the rule so it doesn't happen again.
Not only a builder. An agent nobody has connected to what happens next just sits there. The owner decides what its work leads to.

Who it can be

Someone on your team. Often it's the person who already holds things together, the one everyone asks "where does this live?" They don't need a new title. They need the role in writing, and the authority to decide who leads at each stage.

Danny, through Loop Operations. You own it. Danny runs it, month to month. After day 90 →

You. Possible, but that's where you started.

During the 90 days

During the Sprint, Danny holds the role, alongside the named owner on your side. By day 90, the jobs, limits and rules are written down, so whoever owns the loop next starts from a document, not from memory.

Questions this chapter answers

Who runs the customer loop after the Sprint ends?: The owner named on the signed one-page by day 45. It can be someone on your team, often the person everyone already asks "where does this live?", with the role in writing. Or it can be Danny, through Loop Operations: you own it, Danny runs it. During the Sprint, Danny holds the role alongside your named owner.
What does owning the loop involve?: Four jobs: keep every agent's job clear, own the moments that matter (which count, who gets them, inside what window), keep agents and people in step with shared definitions and clean handoffs, and watch the log, widening or narrowing each agent's limits based on its record.